Postúlate en Kit Empleo: kitempleo.com.co/empleo/1azgrf

Position Summary

The Operations Manager oversees the daily performance of call center supervisors and their respective teams. This includes the analysis and review of the day-to-day operations, budget management, team development, and client satisfaction.

Overall Responsibilities

- Lead, manage and develop supervisors through interactions and motivationFoster a culture of team spirit and hospitality
- Highly visible and accessible to team via floor presencePerform supervisor duties as requiredTake care of administrative supervisor related functionsEffectively manage attendance/absenteeismAttrition risk management (alert, communicate and mitigate any potential risk)
- Manage and deliver operational results in accordance with service delivery scorecard
- Recognize and advance Talent
- Drive the selection process for team members
- Own the end-to-end employee lifecycle for those assigned
- Drive process improvement by recognizing, communicating and acting on opportunities
- Embody and reinforce company-values-based culture
- Effectively and efficiently manage resources to optimize operational results
- Make decisions based on full awareness on direct operational cost and revenue implications
- Align and collaborate with other functional areas
- Ensure stakeholder communication and/or management
- Evaluate daily key performance indicators and develop improvement needs.
- Coordinates with leadership to interface with client and handle account management issues.
- Manages staff schedules in partnership with Workforce Management to ensure call-handling effectiveness to achieve client and company productivity goals.
- Continually evaluate Automatic Call Distributor and other reports for labor efficiency, service level commitments, and cost per call objectives.
- Conduct performance appraisals for direct reports.




- Establishes performance objectives for supervisors and direct reports.
- Conducts open forums and team meetings to communicate productivity and performance goals and to motivate employees.
- Interacts and consults with HR and Training on matters of recruiting, hiring and training, performance and employee relations issues.
- Demonstrate sound judgment and fairness when administering policies and procedures.
- Work with Quality Assurance and clients to meet quality standards.
- Achieve established production hours and revenue goals and minimize lost revenue opportunities by managing absenteeism, attrition, and production stoppages.

Job Requirements

- Experience with forecasting/scheduling and related software packages.
- Proven ability to manage people, processes, and technology.
- Strategic thinker and tactical implementer.
- Experience in developing a team in a contact center site, while meeting all operational and financial objectives.
- Should possess senior management leadership abilities and skill, such as the ability to build teams and manage operational, organizational and financial elements.
- Demonstrated experience coaching and developing individuals.
- Ability to influence and motivate others.
- Superior written and verbal communication skills.
- Excellent leadership and developmental skills
- Demonstrated success managing new initiatives while meeting operating and budgetary requirements.
- Must have strong technical, project management, implementation and process improvement skills.
- General business acumen, including reporting and analysis, presentation skills, and organizational abilities.
- 2-3 years call center experience
- Minimum 1 year managing operations in a call center environment
- Bachelor’s degree in Business, Finance, Management or a related field or equivalent work experience.
- Experience in

#J-18808-Ljbffr

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1azgrf

📌 Operations Manager (Bogotá)
🏢 Contactpoint 360
📍 Bogotá